Description

The Washington State Department of Corrections (DOC) is seeking a highly motivated and qualified individual for a Patient Services Representative (PSR) to join the Health Services team located at the Washington Corrections Center in Shelton, WA.

The Patient Services Representative (PSR) position supports the Health Services mission of delivering high-quality, efficient, and effective healthcare services, and employee engagement to improve lives in a safe and secure environment during the patient’s incarceration. The PSR will work collaboratively with the clinical providers and transport team utilizing established processes for scheduling appointments, maintaining paperwork, and assisting medical providers.

The Washington Corrections Center (WCC) is a state prison for men, with an operating capacity of 1,268 incarcerated individuals. WCC includes the Reception Center in which all individuals entering the Washington State Prison System must pass through to be permanently assigned to their long-term care facility.

A COMPLETED APPLICATION PACKET WILL INCLUDE:

• A detailed resume
• A cover letter
• Three professional references

*The hiring authority reserves the right to offer the position at any time during the recruitment process. It is to the applicant's advantage to apply as early as possible*

Duties

• Processing Authorized/denied CRC consults after Headquarters has updated
• Calling and scheduling incarcerated individual appointments with offsite providers.
• Requesting an appropriately licensed staff (RN, LPN, or Provider) complete and/or sign appropriate paperwork requested by provider for offsite appointment.
• Placing medical holds on incarcerated individuals when appropriate
• Checking patient's separates and STGs to ensure patients are scheduled accordingly. Preparing offsite trip packets for offsite trips.
• Requesting consultation paperwork from offsite providers when necessary.
• Filling out the completion section of consult, documenting receipt of offsite consultant paperwork and or consult forms printed from OMNI-HS.
• Closing consults.
• Tracking all ER trip out orders
• Calling units and appropriate custody staff when appointments are cancelled due to a variety of reasons. Reschedule cancelled appointments for the next available appointment.
• Scheduling onsite medical, dental, nursing and Mental Health/Psychiatry appointments in OMNI-HS as the position requires.
• When scheduling Mental Health appointments will ensure incarcerated individuals are scheduled within 30 days of arrival.
• Assuring the appointments entered in OMNI-HS correspond with provider/practitioner staff schedules.
• Canceling and rescheduling appointments as needed utilizing the Cancellation List provided by Headquarters.
• Coordinating with other schedulers to submit a daily 'confidential' call out sheet and submit it daily by 0800 deadline.
• Meeting and adhering to all scheduling deadlines.
• Answering kites submitted by incarcerated individuals regarding scheduling appointments.
• Answering phone calls and e-mails from staff concerning urgent issues.
• Calling units and appropriate custody staff when appointments are cancelled due to a variety of reasons. Rescheduling cancelled appointments for the next available appointment.
• Adhering to patient confidentiality throughout scheduling process.
• When backing up the dental scheduler will update and maintain D3 lists as needed.
• Creating CRC approval/denial notifications and forwarding to incarcerated individuals
• Creating Consult Request Reports and CRC Reports.
• Maintaining scheduler queue and appointment database.
• Insuring shell appointments are scheduled by appointment Target Date established in OMNI-HS. This should be done daily.
• Following-up with providers on appointments that are not resolved on or by the actual appointment date. This should be done daily.
• Investigating medical appointments that are not resolved.
• Deleting only those appointments that are created for movement purposes only, i.e., diabetic line.
• Coordinating for escorts and interpreters
• Adhering to custody and security operating procedures when scheduling around gate/movement times.
• Coordinating and communicating with custody to ensure a safe and secure environment.
• Checking patient's separatees and STGs to ensure patients are scheduled accordingly.
• Researching co-payment refund request from offender-patients
• Updating the monthly calendar/schedule to reflect approved leave for providers, adjusting/rescheduling patients when necessary.
• Responding to staff e-mails that request scheduling information or changes.
• Attending staff meetings with the Health Services unit scheduling team and supervisor.
• Participating in Coordinated Quality Improvement Program (CQIP), CQIP presentations (D3's & No Shows), tracking/reporting, research.
• Participating in accountability drills, Place Safety Musters, tabletop emergency drills, training, etc.
• Answering multi-line phones and responding to all messages in a timely fashion.
• Maintaining current desk reference manual

Qualifications

Required Qualifications:

• 
  High School Diploma or equivalent
• Ability to deal with problems and conflicts in a rational and professional manner.
• Experience working in an office or customer service position in a healthcare/services environment; use and knowledge of medical terminology.
• Ability to interpret policies and procedures, written and verbal communication.
• Proficiency in computer applications including Outlook, Word, Excel, and Access; advanced typing and computer software application skills.
• Requires bending, reaching, pulling health records from shelves at all levels, lifting crates of health records and pushing carts.
• Requires working in an open cubicle environment.
• Requires work in a correctional facility resulting in close proximity to incarcerated individuals.

Preferred Qualifications

• Two years of general office experience or experience working in an office or customer service position in a healthcare/services environment
• Knowledge and understanding of and experience using medical terminology as part of employment or education or equivalent education/experience

Supplemental Information

COVID 19 Vaccination Requirement:

• 
  Employees of the WA State Department of Corrections (DOC) are required to be fully vaccinated against COVID-19 as a condition of employment. Any offer of employment is contingent upon verification of your vaccine status. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. You may request an accommodation if you are unable to meet this requirement due to a medical or religious necessity.

References:

• Please include a minimum of three (3) professional references with your application.
• A professional reference is defined as an individual who has been paid to supervise your work and can attest to your work performance, technical skills, and job competencies. If you do not have any or sufficient professional references, please include non-related professionals, such as educators or other professional associates.
• Please note: Phone number AND email address are required for all professional references.

Additional Information:

• A background check including criminal record history will be conducted prior to a new hire. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.
• Employees may work directly with or near incarcerated individuals in a potentially hazardous setting. Please consider this when deciding whether to apply.
• We are committed to maintaining a drug and alcohol-free work environment, and our employees are expected to comply with all state and federal laws. A pre-employment drug test may be administered as part of the selection process, and applicants who test positive for any controlled substances, will be disqualified from consideration.
• Oleoresin Capsicum (OC) is an aerosol pepper spray made available as a means of self-defense and/or de-escalation. Applicants with sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
• Animal care projects are a common component of most Washington State prisons, including dog and cat programs. Applicants with animal sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
• Tuberculosis (TB) is a priority health issue for DOC employees. The successful candidate may be required to provide valid proof of a baseline TB skin test within 60 days from the date of hire. When positive tests result, further information, testing and treatment will also be required. Employment is not contingent upon test results.
• This position may be represented by a bargaining unit.
• Requires respirator medical evaluation questionnaire, fit testing, training, and use of respiratory protection as required by the WA Industrial Safety & Act standards. Refer to WAC 296-842 to learn more.

What We Offer:
As an employee of the Department of Corrections, your work-life integration is a priority. Washington State employees are offered one of the most inclusive and competitive benefits packages in the nation. Besides comprehensive family insurance for medical, dental, and vision, these perks also may include:

• Remote/telework/flexible schedules (depending on position)
• Up to 25 paid vacation days a year
• 8 hours of paid sick leave per month
• 12 paid holidays a year
• Generous retirement plan
• Flex Spending Accounts
• Dependent Care Assistance
• Deferred Compensation and so much more!

DOC is an equal opportunity employer and does not discriminate on the basis of race, creed, color, national origin, sex, marital status, sexual orientation, gender identity diversity, age, honorably discharged veteran, veteran status, genetic information, or the presence of any sensory, mental or physical disability, or the use of a trained guide dog or service animal by a person with a disability.

For questions about this recruitment, or to request reasonable accommodation in the application process, please email nicholas.epps@doc1.wa.gov. For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6388.